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Returning Items

If you are not satisfied with a product you've received, you may return it to us within 14 days of receipt. We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging, unopened with seals intact. You’ll also need the receipt or proof of purchase. The item must be in a resalable and unused condition. Once we receive and inspect the returned item, and if it is suitable for resale, you will be eligible for either an exchange or a refund. Please note that if the returned products, including their packaging, are damaged, you will be responsible for any costs associated with reselling those damaged items.

Refunds do not include shipping costs incurred for postage and packaging. If you opted for free delivery, the refund will exclude these shipping charges. We cannot accept returns or exchanges for items that have been opened or are not in their original condition.

Additionally, if you wish to exchange an item, there will be a re-postage fee.

How to Return an Item

To start a return, you can contact us at customerservice@goldlabelcarcare.co.uk. If your return is accepted as damaged or faulty we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at customerservice@goldlabelcarcare.co.uk.

Returnable Items

Items can be returned within 14 days of receipt. 

To qualify for a return, the item must be unused and in a resalable condition. If any items, including packaging, are returned damaged, you will bear any associated costs for reselling these damaged items. 

Promotional items included in your order, whether provided for free or as part of a special offer, must also be returned. If promotional items are not returned, you will be charged for their value.

Exceptions / non-returnable items

 
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Return Charges

• Original shipping fees are non-refundable.
  - You are responsible for the cost of return shipping unless stated otherwise by ourselves.
  - If you selected a free delivery option, the shipping charge will be deducted from your refund or credit.

Missing Items: Please report any missing items to customerservice@goldlabelcarcare.co.uk within 30 days of purchase. Our team will investigate the issue and get back in touch with you within 7 working days.

Refunds: We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Refund Timing

Once we receive and inspect your return, you will be notified via email regarding the status of your refund. If your request is approved, the refund will be processed, and a credit will be issued to your original payment method within 10 working days.

Additional Important Information

Faulty Items: Please report any faulty items within 30 days of purchase. Follow the return procedures outlined above. Our team will investigate the issue; some items may need to be sent to the manufacturer, for which we cannot provide specific timelines. If deemed faulty, the item will be replaced or refunded, including shipping costs. If not found to be faulty, the item will be returned to the original delivery address and applicable shipping fees will apply.

Missing Items: Please report any missing items to customerservice@goldlabelcarcare.co.uk within 30 days of purchase. Our team will investigate the issue and get back in touch with you within 7 working days.

Damaged Items & Leaks: While we package items carefully, they may occasionally arrive damaged due to third-party handling. If you receive a damaged item, please do not dispose of it before contacting us. Take photographs to document the damage as evidence. Contact us immediately at customerservice@goldlabelcarcare.co.uk.

Warranties: Due to the nature of our products, we do not offer a warranty unless specified otherwise. Any warranties are the responsibility of the item’s manufacturer. This applies to both online and in-store purchases. For any questions about returns, please email us at customerservice@goldlabelcarcare.co.uk.

Promotional Items: These must be returned whether they were included for free or through a promotional offer at the time of purchase.

Gift Cards: Unfortunately, we cannot accept returns on gift cards.

Exchanges: The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.